Customer Success Specialist

2 weeks ago


Auckland, New Zealand Rocketspark Ltd Full time

About the Customer Success Specialist role Rocketspark is on the hunt for an outstanding Customer Success Specialist who's all about creating joyous moments and forging genuine connections. As a key player in our Customer Success team, you'll be the go-to hero for our customers, providing genuine support via phone, email, and chat.
Your goal? To be their trusted navigator on the website-building journey, transforming intrigued visitors into enthusiastic Rocketspark fans. If you're ready to make a real impact and sprinkle some serious happiness, we want you on our team
Key responsibilities Prioritising and responding to customer enquiries within our online support ticket system
Making and receiving customer support phone calls
Escalating technical problems to the technical support team
Delivering exceptional, timely service, helping customers to reach their goals by making the most of their Rocketspark website
Writing and delivering customer success content, including help guides and educational videos
Looking for and suggesting ways to proactively improve the customer experience
Supporting customer success initiatives to improve upgrade conversion and subscription level
Gathering customer insights to help improve Rocketspark's product proposition and identifying business opportunities.
Minimum Requirements A quick learner who has a natural affinity for technology, able to pick up new systems quickly
Excellent written and verbal communication skills
A good listener who can relay information clearly and simply
Energetic, positive and a people-liker
Conscientious and a finisher - someone who can be trusted to take a query or a task to its completion
Attention to detail – consistently demonstrates a high level of accuracy and thoroughness when completing a task
Initiative - is able to spot opportunities to improve things and take action unprompted
Creative thinker and a good problem solver - someone who is able to adapt and think outside a process or the way things have been done before if it makes sense to do so.
Apply now Email your cover letter and CV to ****** .

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